Senior Technical Support Engineer (Integrations) @ FloQast | Sapphire Ventures Job Board
About this role
Home Companies Team Portfolio Growth Resource Center Twitter | X Icon LinkedIn Icon Youtube Icon Sapphire Partners Sapphire Partners Limited partner investing in exceptional early-stage venture fund managers. Home Team OpenLP Resource Center Twitter | X Icon LinkedIn Icon Sapphire Sport Sapphire Sport Partnering with early-stage companies at the nexus of technology and culture. Home Companies Team Resource Center LinkedIn Icon close Sapphire Ventures Contact Portfolio Jobs Looking for your next role? Take a look at these exciting jobs at Sapphire Ventures’ portfolio companies. Our Talent team is passionate about connecting you to your dream job! What You'll Do: Own support cases from customers/colleagues/partners, applying proper prioritization and delivering clear and effective solutions primarily via email and screen share. Troubleshoot error messages and unexpected behaviors, unblocking customers by identifying root causes and delivering technical resolutions. Perform backend configuration work, including data transformations, uploads, and migrations, to maintain functionality and meet customer requirements. Handle a wide range of L1, L2, and L3 support cases related to assigned Solution(s) and SME specialization(s), including ownership of the most technically demanding cases within the team. Lead L3 case resolution end-to-end, coordinating with Engineering from initial triage through remediation; serves as the primary Support representative during P2 incidents and co-leads P0/P1 response alongside Support leadership. Develop and maintain expertise in 4+ SME areas, with recognized depth that the broader team draws on. Utilize internal admin tools (Super) to retrieve and modify account data (CRUD operations) and provide hands-on assistance within customer environments. Leverage technical tools like session replay, log analysis, developer tools, and API clients (e.g., Postman) to perform troubleshooting. Participate in daily standups and internal Slack discussions to collaborate on active tickets and projects. Mentor fellow TSEs through shadowing sessions, ticket reviews, and live ticket collaboration. Partner with local colleagues (ASM, ATC, PIC, AM, etc) on regional customer implementations and post-launch initiatives, and contribute to internal APAC planning and reporting cadences. Contribute to assigned special projects and initiatives, leveraging creative problem-solving skills to help the department achieve its goals. What You'll Bring: Typically 7–10 years of experience in Technical Support, IT, or a related technical field. High EQ with the ability to assess customer urgency and deliver accurate, timely, and empathetic support. Ability to apply critical thinking to troubleshoot, diagnose, and resolve customer-reported technical issues. Strong technical aptitude with the ability to quickly gain proficiency in complex products, including rapidly evolving features across an innovative platform. Strong written and verbal communication skills, with the ability to explain technical concepts to both technical and non-technical audiences. Team-first attitude and experience working cross-functionally with Engineering, Product, Customer Success, etc. Proven ability to multitask, prioritize, and manage time effectively in a fast-paced environment. Experience with ticketing systems (e.g., Zendesk, Salesforce, JIRA) for case management and escalation processes. Comfort using AI-assisted tools in day-to-day support workflows, including case summarization, knowledge retrieval, and troubleshooting assistance. Nice to Haves: Experience working in a B2B Fintech SaaS environment Prior experience troubleshooting cloud-based platforms or enterprise applications, particularly ERPs or other accounting/finance tools. Familiarity with regex, JSON, or basic scripting for log analysis, data troubleshooting, and API debugging. Knowledge of authentication protocols (OAuth, SAML, SSO) and file transfer mechanisms (SFTP, REST APIs). Hands-on experience with AI-powered support tools, automation strategies, or chatbot-driven ticket deflection. Familiarity with session replay or log analysis tools for debugging customer issues. Experience mentoring or training other team members while collaborating on tickets, projects, or escalations. Degree in a relevant field such as Information Systems, Information Technology, Business, Finance, Accounting, Engineering, Communications, Technical Writing, or a related discipline. Multi-language support experience (e.g., bilingual English-Mandarin, English-German, etc). #LI-BT1 #LI-Hybrid About FloQast: FloQast is the leading AI-powered Accounting Transformation Platform, uniquely built by former accountants for accountants. We automate complex, recurring accounting workflows—transforming preparers into strategic reviewers and relieving accountants from tedious manual work. Our cloud-based solution is trusted by over 3,500 world-class accounting teams, including Lululemon, Doordash, and the MLB, to drive collaboration and financial accuracy. Driven by a mission to continuously elevate the profession, FloQast is redefining both the practice and the perception of accounting on a global scale. Our values act as a guiding compass, shaping every decision we make, and are non-negotiable, particularly in our hiring process. Alongside our employees, partners, and customers, we embody these values every day: Unwaveringly Authentic Ambitious with Integrity Empowered to Grow Committed to Collaboration Customer Obsessed in All Ways FloQast is regularly rated as a Best Place to Work ! - Inc. Magazine’s Best Workplaces in 2025, 2024, 2023, 2022, and 2021 - Best Places to Work by LA Business Journal since 2017 (that’s 9 years!) - Built In’s Best Place to Work in Los Angeles 7 years in a row! Because we are Customer Obsessed in All Ways, check out what our customers have to say about FloQast on G2 Crowd . If this aligns closely with what you are looking for, hit “Apply” and come join our growing team! FloQast, Inc is committed to operating fair and unbiased recruitment procedures allowing all applicants an equal opportunity for employment, free from discrimination on the basis of religion, race, sex, age, sexual orientation, disability, color, ethnic or national origin, or any other classification as may be protected by applicable law. We aim to recruit the right people for the jobs we have to offer, and to assess applications on the basis of relevant skills, education, and experience. We welcome people of different backgrounds, experiences, abilities, and perspectives. We are an equal opportunity employer and strive to provide a professional and welcoming workplace for all employees.
What this role is, and what else it is called
Employers in London advertise this kind of work as IT Support Engineer, Support Engineer, Technical Support Engineer and IT Support Technician too, so it is worth searching more than one wording. It is a senior IT Support & Service Desk role in London, advertised as hybrid, splitting time between home and the office.
About hiring at Sapphireventures
Sapphireventures has 3 other live technology roles on its careers page, across IT Support & Service Desk, Cybersecurity and Software Engineering. Of those, 50% are advertised as fully remote and 25% as hybrid. Elsewhere in its adverts Sapphireventures asks for Machine Learning, Cisco, Java, AWS and Kubernetes. We have been observing Sapphireventures hiring technology staff since June 2026. See all Sapphireventures roles, salaries and stack.
How this role compares to the market
634 live UK roles list Salesforce right now, from 139 employers. The median advertised salary is £60,000; 24% are advertised as remote. Browse Salesforce roles.
201 live UK roles list Jira right now, from 124 employers. The median advertised salary is £43,961; 27% are advertised as remote. Browse Jira roles.
London has 4,324 live IT vacancies across 1,366 employers, with a median advertised salary of £70,000. Browse London roles.
Senior roles make up 1,630 of the live UK IT market and advertise a median of £80,000.
Market figures are today's snapshot of live UK roles on employer careers pages; see hiring trends.
Technologies mentioned
Detected on Sapphireventures's careers page. ProdReady Recruitment lists this vacancy as an aggregator and is not the employer; applications go to the employer's own site. More IT jobs in London.